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Our service outage on Friday.

handy giff-staffer

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.

 

During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.

 

I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.

 

This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.

 

It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

1,235 Comments
newcomer

what about us customers that had the inconvenience of being without a phone during working and school hours do we not get any compensation.

we deserve to be reimbursed or get compensation  either through points or top up as we were without use of our phones.

you state you care about ur customers well why not show us instead of some charity

newcomer

Although it was annoying not to have any network on Friday. I agree with the donation to a number charities who are they and where do I vote?

 

novice

all this nonsense about missing calls as has been mentioned we all have landlines and email and other means of communication so please stop crying for nothing what compo do you want for 8 hours worth of lost service ok in all it costs about 33p a day on a £10 goody bag now divide that 33 p by 24 hours in a day and  its 1.37 pence an hour times by 8 is 10.96 pence and you lot are crying about that GET A GRIP and a life while your at it what are you lot like

newcomer

I would prefer some credit of minutes to my account than a charitable donation to be made. I joined GiffGaff to save money, not wave it goodbye. Unpopular opinion perhaps, but honest.

newcomer

I think this is a great idea, best way to do something meaningful. 

 

Thanks also for your updates during Friday and pro- active approach to sorting out the issue immediately and for the future. Can't imagine this kind of service from the bigger networks! 

 

Once again, quite impressed!

 

Thanks again... 

newcomer

ssppyy21 - Yup, most of us do, but i find it tricky carrying my landline with me around london. If you managed that, please give us all few pointers while you're at it.

newcomer

I will applaud gg for donating to charity, but:

 

- donations to charity shouldn't happen because of a mishap. Donations should be genuine, regular, and inspire others to do the same. I think the principle of donating is admirable, but it's been executed poorly here and makes me suspicious.

 

- when things go wrong, you invest in infrastructure/reduncancy so customers are reassured that you are able to better cope with a similar situation in the future. £10k could help in some way in doing just that.

 

- gg should remember that first and foremost, it's running a business, which provides a service. In my view the company's been expanding too fast, compromising good business practice - eg delayed product launches and insufficiently robust infrastructure / lack of redundancy.

 

newcomer

Had a read though some of the comments . If compentation was to the individual then how much talk time would that get after you used up your ten pound goody bag that gives you know what. I dont like the fact my phone wasn't working for most of the day but there is worst things that could happen like being in a car accident . if this money goes to a charity then it might help someone in this circumstance . Thanks for the service and the low rates and not giving me tons of ads to my phone . Smiley Wink

newcomer

p.s  the one about rangers charity funny. 

 

newcomer

The post about saying if we all put a tenner aside we could have raised more money?

i don't understand that it was down for 8 or so hours not a whole month?

 

 

"what about us customers that had the inconvenience of being without a phone during working and school hours do we not get any compensation.

we deserve to be reimbursed or get compensation  either through points or top up as we were without use of our phones.

you state you care about ur customers well why not show us instead of some charity"

 

how arrogant?  you're in work/school you don't need your phone anyway?